Debt Negotiators

Debt Negotiators provides debt consolidation and advice for clients needing help managing multiple debts.

They struggled to contact clients reliably because many initial calls went unanswered. Before SMS integration, their non-contact rate for first calls was as high as 50–60%.

Using only emails, letters and office mobile phones wasn’t working for many clients, often because of timing, privacy or clients being unreachable by phone.

After roughly a year using their CRM (Act!), Debt Negotiators conducted a discovery process to evaluate additional features and add-ons that might improve communication workflows.

Based on a recommendation from a certified consultant, they decided to enable SMS messaging via the add-on SMS4Act!, a channel they believed clients would respond to more readily than calls or letters.

They configured the system so that SMS messages and any replies would automatically be logged against each client’s record, ensuring a full communication history, which is important in a highly regulated financial services environment.

Using SMS4Act! integrated in Act!, Debt Negotiators can now send status updates, payment schedule notifications, case updates, and callback-invites directly via SMS from within the CRM.

When a client misses a call, the staff send a text, and clients can then reply with a preferred time for callback. That flexibility improves reachability across varying client availability.

All SMS communications, including messages sent and replies received, are stored in the client’s profile, providing a complete audit trail which helps with compliance and dispute resolution if needed.

After implementing SMS-based communication, Debt Negotiators saw their initial non-contact rate fall from around 50–60% down to ≈ 25%.

Staff report significant time savings and greater efficiency because contacting clients via SMS is faster and more flexible than prior methods, and team members can use the system whether in the office or working remotely.

Because every interaction is logged and accessible to all relevant staff, information is always up to date and transparent, which supports both customer service and compliance needs.